salesforce commerce cloud Case Study: lighting new york

A Modernized, Responsive Customer Journey That Inspires Home Decor Spaces

Recognized by Newsweek for its “Best Customer Service” in America, Lighting New York (LNY) is a leading e-retailer in lighting and home decor, helping customers become proud of the spaces they create.

But in 2020, the online retailer of 150 brands and 100+ websites, needed some help with a space of their own. With a home-grown commerce solution, an extensive website feature roadmap, costly development, and inability to scale their business, Lighting New York engaged with CQL to find a new commerce platform. After evaluating several enterprise commerce solutions with CQL, LNY selected Salesforce Commerce Cloud (SFCC) due to its scalability, multi-site framework, responsive design, ability to handle complex integrations, and best-in-class tools for its internal teams to use.

CQL remodeled Lighting New York’s commerce ecosystem, complete with new branding, an innovative user experience, and a full replatform to SFCC. The new site illuminates Lighting New York’s high quality, unparalleled customer journey that leads shoppers seamlessly through nearly 1 million SKUs, and commitment to excellent customer service with anytime access to certified lighting experts.

The transformation of the website, from the front-end design to the back-end management, helped Lighting New York become proud of the space they created and laid a foundation for future growth and expansion.

Site

lightingnewyork.com

Services

Ecommerce Replatform
Experience & Design
Growth & Innovation
Custom Development

Technology

Salesforce Commerce Cloud
Einstein AI
LiveChat
TaxJar
Yotpo
Custom Middleware (OMS & PIM)

Designing a New Foundation

ABOUT THE BRAND

Lighting New York is an authorized online retailer for over 150 different brands. Established in 1992 as two showroom locations in The Lighting District of New York, Lighting New York (LNY) has since evolved into a leading retailer in the eCommerce realm of the lighting industry and has expanded to become a one-stop destination for customers’ residential and commercial design needs.

THE CHALLENGE

With a home-grown commerce solution, costly development, and an overwhelming feature roadmap, Lighting New York was struggling to scale their business. They needed a commerce solution that easily scaled to meet growth objectives, enabled best-in-class tools for internal teams to use, featured a responsive brand redesign and industry-leading UX, and integrated with 3rd party applications.

THE RESULT

Lighting New York selected Salesforce Commerce Cloud (SFCC) due to its scalability, multi-site framework to manage their 100+ websites, responsive design, and ability to handle complex integrations. CQL elevated the LNY brand with a full redesign on SFCC’s mobile responsive commerce platform, creating a multi-site framework that laid the foundation for growth… of hundreds of more sites to come.

Home Decor Made Easy

With nearly 1 million SKUs, Lighting New York worked with CQL’s User Experience & Design teams to streamline the site’s taxonomy and categorization. Shoppers are offered a comprehensive navigation allowing them to shop by home decor categories, brands, rooms, and designers.

The new website features content pages, where customers can shop by designers. With over 150 brand pages, LNY provides design bios, access to designer collections, and refinements to narrow down product selections. In addition, product pages feature product collections, recommended products of similar styles, and extensive product details.

We all want to be proud of the space we create in our homes, and Lighting New York invites you to an enlightening new way to shop home decor on their website. Visit the experience at LightingNewYork.com.

At Your Service

Lighting New York has been recognized by Newsweek for many accomplishments, including “Best Customer Service” in America. Customers will often use LNY’s website to browse home decor and gather information, then reach out to their expert team via phone or live chat.

Knowing the call center is a frequent destination from the website and product experts drive increased average order value (AOV), Lighting New York offers an award-winning concierge experience that provides easy access to their Home Decor & Lighting Experts throughout the customer journey through the website. Experts are available for live chat or calls with shoppers, helping them find the right decor to suit their style and budget.

With extended hours, price matching, and expert answers to customer questions, LNY continues to provide the best service that supports shoppers any way they choose to shop: online or via phone.

Award Winning Design & User Experience

Lighting New York is the proud recipient of two Vega Digital Awards. These awards celebrate achievement in innovation and imagination, recognizing the outstanding efforts in design, branding, and content creation.

Multi-Brand Strategy Built on Salesforce Commerce Cloud

When Lighting New York partnered with CQL in 2020, they conducted a full evaluation of industry-leading commerce platform providers. Lighting New York needed an enterprise level solution that could scale to exceed their revenue goals and customer experience expectations.

Lighting New York selected Salesforce Commerce Cloud, due to its robust capabilities to:

manage the taxonomy and categorization of nearly 1 million SKUs, without creating additional work for their team
support over 100 eCommerce sites, without increasing maintenance and overhead
provide a comprehensive marketplace for additional tools, features, and partners to continue staying in the forefront of the offerings for their customers.

“As part of Lighting New York core values, we prefer to work with partners that want to foster long-lasting relationships aimed at mutual success. We found that CQL aligned with not only the technical aptitude requirements in Salesforce Commerce Cloud, but also the culture, vision, and values of our brand.”

DEREK KLOOSTRA

CEO

LIGHTING NEW YORK